I have spoken to federal agencies when making calls for constituents. Very often, it's the exact same problem you mentioned for Air Canada. Different federal agencies in Quebec have francophones and they speak a very broken English, if any at all. They say, “I'm sorry, do you speak French?”, and I say, “I do, but some others don't and they don't have access to this.”
Definitely, there are some ways to improve on our end, for sure. The commissaire has a lot to do with that as well. When we mentioned it last week, I don't know how....